**Job Description :** Job Title: Customer Service Manager- Co-Packers **About Us** With over 200 brands sold in nearly 180 countries, we’re the world’s leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, you’ll test new ideas, learn and grow, and unlock a brighter, more exciting future. Join us to create a career worth celebrating **About the Function** Our Supply Chain and Manufacturing team are problem-solvers, sourcing, producing, and delivering our much-loved brands to delight customers around the globe. Over half of Diageo’s 30,000+ people work in Supply Chain and Manufacturing. It’s an intricate and sophisticated operation that’s the product of logistical, manufacturing, and technical collaborations. About the role Requires a strong influencer with ability to lead with impact and facilitate change within the business and externally with co packers, 3PL’s and suppliers. Co-Packer partnerships are currently located in Cape Town and JHB – with suppliers both from Local and Global ito Receipts. The Agent network is extensive. Finished goods locations are in our 4 key cities with additional 5 ‘satellite’ plants. Inventory management is a key function within this role across all stock locations, but focusses predominantly on co-packer locations for Raw, Packaging and Finished goods. All stock movements, and reconciliations fall within the responsibilities of this role. This role has 2 direct reports (L6 stock controllers) Due to co Packer ‘locations’ – the person may be required to travel and visit both co packers, suppliers, and customers as required by the business Role Complexities: Non Turnkey Co- Packer partnerships will exist in Cape Town and Johannesburg. The RTD and Co-packer process in Diageo is in its' start up phase and processes and not yet fully documented or well embedded. These are all new relationships. Systems are not yet fully integrated and a hands on approach, and micro management of the E2E process is required initially – Process improvement, simplification and automations will be a key focus in this role Stock movements include: Purchase orders for CP’s / Vendors, Good receipts inbound (Raw, Pack, Cons), consumption, GR of MFFG. MFFG goods issues to 3pl and customer direct sales. Daily, weekly cycle verifications and reconciliations Monthly ‘wall to wall’ stock counts - alignment **PURPOSE OF THE ROLE:** This role is to support the Head of OTC and Logistics in managing day to day MOVE operations as matters related specifically to the management of ‘co packers’ operations E2D – walls, wheels, governance, and compliance, including effectiveness and efficiencies. The role includes transactional responsibilities in SAP Success in this role is measured through a clear set of KPI’s and performance targets. – these include: COGS/EU, Inventory management and controls, effective collaborative partnerships (vendors, suppliers, customers) **Role Responsibilities** Daily, weekly, monthly review of Co Packer performance, against set deliverables: This will include: + Inventory alignment and reconciliations. + Adherence to plan – production Effectiveness and efficiency in MFFG network replenishment – both Primary and Secondary. Influence and drive cost effectiveness, continuously manage and monitor customer service levels, utilizing applicable models to ensure greatest service delivery Review and understand warehouse capacity requirements and constraints – partner with Planning and 3PL to ensure most optimal solutions are in place Monitor, manage and improve on performance levels - Lead SPM reviews, track set KPI milestones, suggest improvements and implementation of initiatives. Drive, influence and lead a culture of compliance - ensure all applicable controls and checks (within Move & H&SE) are well established, measured, tracked & tested monthly. This includes E2E Inventory Management & movements, process controls, Quality Control (Finished Goods, Raw & Pack Material) Partner and co-lead with relevant business stakeholders (commercial, Plan, Move and Make) to ensure execution of the Diageo Strategy in a fully joint up business process also supporting the customer Collaboration Global Diageo program. Harness the full extent of 3PL and supplier network and influence non direct reports to deliver against the Diageo ambition and goals. Work with stakeholder to support market requirements across the COE . **Experience / skills required** + Proven record of working with 3rd Party Operations in Make (co Packers) + Minimum 5 years’ experience planning, Logistics & customer service. + Tertiary qualification - Business or BSc in a supply chain related subject. + SAP competency + Ability to reconcile complex reports - Excel mastery will be a mandatory requirement. + Excellent communication skills, both verbal and written combined with the ability to engage effectively at all levels in the organization + Numerate and ability to implement and apply KPI’s to drive performance management at all levels in the warehouse. **Flexible Working Statement** Flexibility is key to our success. From part-time and compressed hours to different locations, our people work flexibly in ways to suit them. Talk to us about what flexibility means to you so that you’re supported from day one. **Rewards & Benefits Statement** **Diversity statement** Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We embrace diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more. Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world. **Worker Type :** Regular **Primary Location:** Waterfall **Additional Locations :** **Job Posting Start Date :** 2024-12-24 With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Every day, over 30,000 talented people come together at Diageo to create the magic behind our much-loved brands. From iconic names to innovative newcomers – the brands we’re building are rooted in culture and local communities. Our ambition is to be one of the best performing, most trusted and most respected consumer products companies in the world. Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you’ll collaborate with talented people from all corners of the world. Together, you’ll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of. With diversity at our core, we celebrate our people's unique passions, commitments and specialist skills. Because when varied voices, mindsets, and personalities come together, great ideas are born. In our supportive culture, your voice will be heard and you’ll be empowered to be you. Just bring your ambition, curiosity and ideas, and we’ll celebrate your work and help you reach your fullest potential. **DRINKiQ** What's your DRINKiQ? Take our quiz to understand how alcohol is made and explore the effects of drinking. You can discover everything you need to know at DRINKiQ (https://www.drinkiq.com/en-gb/)